Pacific Region - Improve response, follow up time and resolution of consumer complaintsEstablish uniform key performance metrics and gauge program performance for handling consumer complaints within each District and Region

COMPLETEDON TRACK1. Assemble a team of managers to conduct a review and evaluate4/3/2010Completed4/3/20102. Create a visual process map of the current consumer complaint process for each District6/30/2010Completed5/1/20103. Assess the current consumer complaint process for compliance with the current RPM, FMD, IOM and other field guidance documents7/30/2010Completed7/15/20104. Harmonize current processes with current field guidance documents8/30/2010Completed8/30/20105. Select key measures from the process maps for evaluation9/15/2010Completed9/15/20106. Initiate 90 day baseline evaluation period using measures selected5/6/2011 <i>8/1/2011</i>Completed9/1/20117. Develop standardized process based on results of baseline evaluation and program guidance (1)8/1/2011 <i>9/1/2011</i>Completed10/18/20118. Submit recommendations to SMT management for improved business practice in collection and processing of consumer complaints9/1/2011 <i>12/1/2011</i>Completed12/29/20119. Transparently report tracking resultsContinualOn Track(1) The start date for Milestone 7 was 9/1/11. The completion date and submission date to the ORA Senior Manager is 12/1/11.